1. What is the complimentary speed upgrade all about?
We launched a 1Gbps plan, and introduced new retail subscription fees for our 100Mbps and 500Mbps TIME Fibre Home Broadband plans.
We want to make sure that our existing subscribers (before 7 October 2018) get to enjoy these new higher speed plans so you’ve been automatically upgraded! You get to enjoy your new speed at the lower retail price or continue to pay your current subscription fee, whichever is lower. On top of that, there are no changes to your contract term.
Thank you for sticking with us and we hope you’ll have lots of fun with your new speeds.
*Astro IPTV subscribers: The complimentary speed upgrades are not currently available for Astro IPTV subscriptions, but we are continuously working with our partners to provide you with better plans. If you have further queries, kindly contact Astro Customer Service.
**TIME Fibre Business Internet subscribers: The automatic speed upgrade and price adjustment is not currently available, but we are working very hard to improve the services we deliver to you. Please stay tuned.
2. I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Am I eligible?
Of course you are! We’ll get you set up on the plan that you’ve subscribed to on the installation date you’ve chosen. Within a week of activation, you too will be upgraded.
If you’ve selected the 12-month contract option, however, you will be required to make the payment of the one-time charge of RM300 by 7th October 2018 in order to receive your upgrade.
3. How do I know if my speed has been upgraded?
We’ll send you an email and text message once it’s done, and you can log in to Self Care to view your updated subscription information. You can also perform a speed test here.
We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi. Click here to learn how you can have the best experience over WiFi.
4. I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?
Please try restarting your router and performing another speed test. We always recommend performing a speed test by connecting your desktop or laptop computer to your router using a CAT-5e LAN cable, as you may not be able to achieve full speeds over WiFi.
Click here to learn how you can have the best experience over WiFi. If nothing works, please get in touch with us at 1800 18 1818 or cs@time.com.my and our Support Ninjas will be at your service.
5. Will my current TIME-provided router be able to deliver the new speed I have been upgraded to?
6. Will all my devices be compatible with these speeds?
Newer desktop and laptop computers that come with a Gigabit Ethernet (GE) port are capable of reaching speeds beyond 100Mbps (as opposed to Fast Ethernet ports) over a wired connection. Most wireless devices in the market, however, are not yet capable of reaching speeds beyond 500Mbps. The bright side is that they’re more than capable of handling your online activities. Click here to check out how most of these devices typically perform in a household.
For more tips on making the most of your broadband speed, check out TIME Hacks.
If you’ve been with us for at least 12 months and we have not upgraded your router during this time, you’re eligible for a complimentary upgrade now. Don’t worry if you do not fulfill this criteria, you’re still able to purchase a new router at a subsidised price. You can head to Self Care to complete your request for either option.
7. When will I be getting the new subscription fees?
8. Can I upgrade or downgrade my plan if I want something else?
Yes, you can modify your plan on Self Care, but any discounts you may currently be enjoying will not be carried over to your new plan.
Please refer to the table below for more details.
Note: The free router option for any plan upgrade is only available to subscriptions of at least 12 months.
9. I have subscribed to TIME Fibre Home Broadband but my service has not been activated yet. Do I have the option of upgrading or downgrading my current plan?
1. What is TIME Fibre Unlimited Home Broadband?
2. What is unique about TIME Fibre Unlimited Home Broadband as compared to other internet providers?
3. Is there a minimum contract period?
4. What are the service charges like - deposits, installation etc?
Service Charges for Latest TIME Fibre Home Broadband Packages
Installation Fee:
Waived. We provide basic cabling services of up to 15 metres from point-of-entry (your main door) to the location you have designated for your equipment (e.g. router).
Additional charges may apply for requests beyond the basic cabling services we provide depending on your requirements. Please ask for the approved rate card to confirm cost to be incurred (if any), which are payable directly to the TIME-appointed installer.
Stamp Duty: RM10
Default Bill: Softcopy
Paper Bill (optional): RM5
During the promotional period, or otherwise stated, we will waive the Installation Fee only.
5. Does TIME Fibre Home Broadband come bundled with a voice service?
TIME Voice Basic
- No monthly commitment fee
- Pay-as-you-use
- 9 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
- No contract term
TIME Voice 10 Plan
- RM10 per month
- 2,000 minutes entitlement: Valid for calls to all fixed and mobile numbers nationwide, as well as IDD calls to 60 countries.
- Upon full utilisation of 2,000 minutes: 9 sen per minute for all domestic calls (fixed and mobile) and 8 sen per minute for IDD calls to 60 countries.
- A 12-month contract term will apply if you upgrade from TIME Voice Basic to TIME Voice 10 Plan after your initial subscription. The full sum (less any sum already paid) will be due in the event that the subscription is cancelled during the contract term.
Note: 2,000 minutes must be utilised within 12 months of your entitlement, after which, any unutilised minutes will be forfeited. Your 2,000 minutes entitlement will be refreshed every year until you cancel your TIME Voice 10 Plan subscription.
6. What type of equipment does TIME provide with my subscription?
7. What happens if the equipment provided by TIME becomes faulty, damaged or lost during my contract period?
Equipment | Warranty Period |
---|---|
WiFi Router | 3 years warranty |
DECT Phone | 1 year manufacturer’s warranty |
Optical Network Unit (ONU) | Lifetime warranty |
Please call our 24-hour Customer Service Centre at 1800 18 1818 for further information.
8. How long does it take for TIME to install and activate my service?
9. Will I be charged for cabling work that needs to be carried out?
10. Will there be any drilling involved during the installation process?
11. Can I request TIME’s authorised installer to configure / provide IT support services for my own router or equipment that is not provided by TIME?
12. Who is entitled for upgrades to the new TIME Fibre Home Broadband plans?
13. What speed upgrade am I entitled to?
Your previous plan | Your new plan |
---|---|
Up to 14Mbps | 100Mbps (Unlimited) |
15Mbps to 20Mbps |
300Mbps (Unlimited) |
100Mbps (100GB quota) | |
30Mbps to 50Mbps |
500Mbps (Unlimited) |
14. Can I terminate the subscription of the service within the contract period?
15. What is the billing process for the TIME Fibre Unlimited Home Broadband service?
16. How long does it take for TIME to install and activate my service?
17. What happens to my Boost feature?
18. I’ve checked but it doesn’t look like my speed has been upgraded. What do I do?
19. I was previously on TIME Fibre 100Mbps Home Broadband with a 100GB quota. Is this still applicable?
20. Can I upgrade or downgrade my plan if I want something else?
21. Are there any charges for upgrading or downgrading my plan?
22. Can I upgrade or downgrade my plan again after doing so once?
Yes you can. The table below illustrates what happens if you do.
Plan Modification | Within contract term | After contract expiry | ||
---|---|---|---|---|
Upgrade | Downgrade | Upgrade | Downgrade | |
Contract reset | 24 months | |||
Penalty | N/A | One month subscription fee of previous plan | N/A | N/A |
23. I'm on other TIME Broadband services; can I upgrade to the TIME Fibre Broadband services? Do I need to pay for it?
24. How do I terminate my subscription and how long does it take for TIME to terminate my subscription?
Please note that we require a one (1) month termination notice.
Your request will be processed within 7 working days of receipt.
25. Do I need to pay any upfront deposit to subscribe to the service?
1. What is TIME Fibre Internet™ Basic?
2. What is unique about TIME Fibre Internet™ Basic as compared to other internet providers?
3. Do I need a phone line to get connected to TIME Fibre Internet™ Basic?
4. Is there a minimum contract period?
5. What are the prices and the features for TIME Fibre Internet™ Basic?
6. Are there any additional service charges that will be incurred?
– Installation fee of RM249 is waived for 24-month package (applicable to all TIME Fibre Internet™ packages).
– * Zero entry cost: Equipment deposit of RM300 and one month advance fee waived.
7. Can I purchase additional BOOST usage?
8. Can I purchase additional hosting services?
Yes, you can subscribe based on the charges below:
9. Will there be any charges for additional cabling?
10. Do I need to purchase any additional equipment?
11. What is the warranty for the customer premises equipment (CPE) provided by TIME for this package?
Equipments | Warranty Period |
Optical Network Unit (ONU) | Lifetime warranty |
Basic Router | 1 year warranty/1 time replacement |
*The warranty will void once the replacement is done. Once the warranty period has expired, customer is responsible to replace or repair the faulty equipment at their own cost.
12. If I request TIME to configure my own router during and after my contract period, how much will I be charged?
Details | Price(RM) |
Ad-hoc configuration of customer’s equipment (routers, modems) On-site support and troubleshooting |
RM80/hour |
13. Should the equipment become faulty, damaged or lost during my contract period, will I be charged for it?
14. How can I subscribe to the TIME Fibre Internet™ Basic service?
15. What are the documents required for the subscription?
- Photocopy of Form 24 or Form 49 (Company), Form 13 (if applicable) or.
- Photocopy of Form D & A (Sole Proprietorship) or
- Form D & B (Partnership) or
- Form 79 or Form 80 or Form 80a or Form 83 or Form 83a (foreign company) or
- For NGO/Association/Cooperative; certificate of practice issued by the relevant authority
16. Can I request TIME to configure my own router or any other additional feature?
17. Can I upgrade or change my package plan anytime within the contractual period?
18. Can I terminate the subscription of the service within the minimum contract period?
19. Do I need to pay any upfront deposit to subscribe to the service?
20. What is the billing process for the TIME Fibre Internet™ Basic service?
21. How long does it take for TIME to install and activate the service?
22. How long does it take for TIME to cancel the service?
23. What is the difference between TIME Fibre Business Internet™ Plus and TIME Fibre Business Internet™ Basic plans?
1. Can Astro customers subscribe to TIME Fibre 100Mbps Home Broadband ?
TIME Fibre 100Mbps Broadband package can only be subscribed directly through TIME.